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Customer Service Excellence Officer at Network International
Nairobi, Nairobi County, Kenya -
Full Time

Start Date

Immediate

Expiry Date

23 Jun, 26

Salary

0.0

Posted On

25 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

Problem-solving, Interpersonal skills, Team working, Communication, Negotiation, Cultural awareness, System knowledge, First level resolution, Customer relations, Critical thinking, Decision making

Industry

IT Services and IT Consulting

Description
About Us : Network International is the largest Financial Technology company in Middle East and Africa. Payments is our core business where we provide services in more than 50 countries – UAE, Jordan, South Africa, Egypt are some of our key markets. Apart from payments, we provide services on Data[SM1]  and Insights, Lending, Insurance, Risk Solutions, etc. Our core customers are businesses at every scale and segment, though recently we are growing in direct to consumer card segment as well. Our EVP : At Network International, we always stay ahead. . In the fast-paced world of financial services, we thrive on innovation, agility, and purposeful collaboration. We invest  first in our people, empowering you to make bold decisions, learn fast, and grow your expertise alongside industry leaders. Here, solving complex problems means more than using cutting-edge technology; it’s about creating meaningful value for our customers, together. We foster a culture where trust, accountability, and achievement go hand in hand—because success isn’t just a goal; it’s how we work, every day, as one team About the Role The CSE Officer acts as a single point of contact for all operational post-live issues & requirements. Manages day-to-day queries, issues, requests and meeting clients’ expectations, setting the service review meetings, sending the monthly service review report. The role also requires basic business knowledge to act as the first level of contact for the account managed by the CSE team member, The CSE Officer must use the required resources to manage reported issues/requests and escalate internally to ensure resolution of the reported issues as per the agreed TAT.
Responsibilities
The Customer Service Excellence Officer acts as the primary contact for post-live operational issues and client requirements. This role involves managing daily queries, issues, and requests to meet client expectations, including conducting service review meetings and submitting monthly reports.